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You can find the current article at its original source at https://www.theguardian.com/business/2018/apr/24/tsb-customers-online-banking-chaos-accounts
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| TSB: up to 1.9m customers still facing online banking chaos | TSB: up to 1.9m customers still facing online banking chaos |
| (35 minutes later) | |
| Up to 1.9 million TSB mobile and internet banking customers remained unable to access their accounts for a fifth day on Tuesday after a botched IT upgrade over the weekend. | Up to 1.9 million TSB mobile and internet banking customers remained unable to access their accounts for a fifth day on Tuesday after a botched IT upgrade over the weekend. |
| The transfer of banking data has plunged the bank into turmoil, with some customers saying they had rogue credits and debits on their accounts while others said they had been given access to random accounts. | The transfer of banking data has plunged the bank into turmoil, with some customers saying they had rogue credits and debits on their accounts while others said they had been given access to random accounts. |
| Angry customers flooded social media with complaints, some saying they were unable to pay their mortgages or bills, or access any cash. Many called for compensation from the bank. | Angry customers flooded social media with complaints, some saying they were unable to pay their mortgages or bills, or access any cash. Many called for compensation from the bank. |
| One TSB customer, Matthew Neal, who wanted to check how much he had spent at the pub on Sunday night, told the BBC he had access to someone else’s £35,000 savings account, £11,000 ISA and a business account when he logged into his account on Monday night. | One TSB customer, Matthew Neal, who wanted to check how much he had spent at the pub on Sunday night, told the BBC he had access to someone else’s £35,000 savings account, £11,000 ISA and a business account when he logged into his account on Monday night. |
| A TSB spokesperson said: “We are currently experiencing large volumes of customers accessing our mobile app and internet banking which is leading to some intermittent issues with people accessing our services. We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.” | A TSB spokesperson said: “We are currently experiencing large volumes of customers accessing our mobile app and internet banking which is leading to some intermittent issues with people accessing our services. We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.” |
| The problems started on Monday morning, after the planned IT upgrade took place over the weekend. Customers had been warned they would not be able to conduct transactions on the internet or their mobile phone between Friday 4pm and Sunday 6pm. | The problems started on Monday morning, after the planned IT upgrade took place over the weekend. Customers had been warned they would not be able to conduct transactions on the internet or their mobile phone between Friday 4pm and Sunday 6pm. |
| The spokesperson said customers could use telephone banking or go into a branch instead. The bank’s customer service line reopened at 7am. | The spokesperson said customers could use telephone banking or go into a branch instead. The bank’s customer service line reopened at 7am. |
| Regulators are investigating the IT breakdown. Both the Financial Conduct Authority (FCA) and the Information Commissioner’s Office (ICO) said they were looking into the problems. They have the power to fine TSB for the botched system upgrade and for data breaches. | Regulators are investigating the IT breakdown. Both the Financial Conduct Authority (FCA) and the Information Commissioner’s Office (ICO) said they were looking into the problems. They have the power to fine TSB for the botched system upgrade and for data breaches. |
| The FCA said: “We are aware of the issue and liaising with the firm.” The City watchdog can also censure a firm and take action against individuals by fining or banning them from working in the City. | The FCA said: “We are aware of the issue and liaising with the firm.” The City watchdog can also censure a firm and take action against individuals by fining or banning them from working in the City. |
| An ICO spokesperson said: “We are aware of a potential data breach in relation to the TSB and are making inquiries.” The biggest penalty the organisation has imposed to date was £400,000 on Carphone Warehouse for data breaches following a cyberattack in 2015. | An ICO spokesperson said: “We are aware of a potential data breach in relation to the TSB and are making inquiries.” The biggest penalty the organisation has imposed to date was £400,000 on Carphone Warehouse for data breaches following a cyberattack in 2015. |
| Philip Augar, a former TSB board member, said on the BBC’s Wake up to Money: “If this sort of thing happens, ’fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong.” | Philip Augar, a former TSB board member, said on the BBC’s Wake up to Money: “If this sort of thing happens, ’fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong.” |
| TSB was spun off by Lloyds Banking Group and then bought in 2015 by Spain’s Banco Sabadell. Banco Sabadell declared on Monday that it had “successfully completed the TSB technology migration” which moved TSB away from its Lloyds legacy IT systems. | |
| Customers vented their anger on Twitter. Amanda Verbaan-Dunn, who owns the Wilton Hotel in Blackpool, said she was unable pay her staff’s wages. | Customers vented their anger on Twitter. Amanda Verbaan-Dunn, who owns the Wilton Hotel in Blackpool, said she was unable pay her staff’s wages. |
| Oh well that was shortlived, well done again TSB. Woke up to a working app this morning but now it's gone down again. Come on get it sorted out @TSB #TSB | Oh well that was shortlived, well done again TSB. Woke up to a working app this morning but now it's gone down again. Come on get it sorted out @TSB #TSB |
| Whats really going on ?? Why our passwords and IDs are incorrect....when they are clearly not 😡?? And how long is this ridiculous situation going to continue ??? People have bills to pay and I like many others need to see our balances daily !! 😡😡😡 | Whats really going on ?? Why our passwords and IDs are incorrect....when they are clearly not 😡?? And how long is this ridiculous situation going to continue ??? People have bills to pay and I like many others need to see our balances daily !! 😡😡😡 |
| I really hope you'll be compensating customers who have been unable to access their cash for 3 whole days while you mess around with your systems. I missed the 4pm deadline to transfer out cash to my main account and was left with zero the whole weekend. disgusting. | I really hope you'll be compensating customers who have been unable to access their cash for 3 whole days while you mess around with your systems. I missed the 4pm deadline to transfer out cash to my main account and was left with zero the whole weekend. disgusting. |
| One also said she was unable to use her debit card on Tuesday morning. | One also said she was unable to use her debit card on Tuesday morning. |
| @TSB I can’t even use my debit card this morning! This is ridiculous #TSB | @TSB I can’t even use my debit card this morning! This is ridiculous #TSB |
| Royal Bank of Scotland was fined £56m by regulators after a bungled software upgrade left more than 6.5 million customers locked out of their accounts in June and July 2012. | Royal Bank of Scotland was fined £56m by regulators after a bungled software upgrade left more than 6.5 million customers locked out of their accounts in June and July 2012. |
| RBS was fined £42m by the FCA – the biggest penalty ever imposed by the City watchdog for IT-related issues – and a further £14m by the Prudential Regulation Authority. The bank paid £70.3m in compensation to UK customers and £460,000 to individuals and firms who were not customers. | RBS was fined £42m by the FCA – the biggest penalty ever imposed by the City watchdog for IT-related issues – and a further £14m by the Prudential Regulation Authority. The bank paid £70.3m in compensation to UK customers and £460,000 to individuals and firms who were not customers. |
| Hannah Maundrell, the editor-in-chief of financial website Money.co.uk, said: “TSB are not the only bank to have these issues and our banks really need to pull their socks up because this keeps happening again and again. It’s really not good enough when so many customers are being encouraged to bank online. | Hannah Maundrell, the editor-in-chief of financial website Money.co.uk, said: “TSB are not the only bank to have these issues and our banks really need to pull their socks up because this keeps happening again and again. It’s really not good enough when so many customers are being encouraged to bank online. |
| “It’s worrying when your bank can’t keep on top of their IT systems and can cause lots of other problems if payments aren’t made or funds aren’t available. We hope that TSB customers wouldn’t be left out of pocket as a result of these issues.” | “It’s worrying when your bank can’t keep on top of their IT systems and can cause lots of other problems if payments aren’t made or funds aren’t available. We hope that TSB customers wouldn’t be left out of pocket as a result of these issues.” |
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